Coach, Process Quality

Full Time
Flowood, MS 39232
Posted
Job description
Process Quality Coach
J ob Summary:
The Process Quality Coach (PQC) is responsible for evaluating Customer Support Specialist (CSS) call performance based on documented standards and KPIs. The PQC also evaluates call performance trends and documents and reports areas for individual and general call performance improvement. The PQC also prepares and participates in weekly call center quality meetings with call center management and CSS staff. The PQC provides post-training evaluation and coaching supporting both new CSS post-training evaluations and CSS continuation training post-evaluations. The PQC also supports special projects and maintains proficiency to perform in an assigned CSS role as needed.
J ob-Specific Requirements:

· Bachelors degree required or Associates degree with 1+ years of Call Center Experience
· Previous experience providing quality customer service in a professional setting required
· Overall understanding of Blue Cross & Blue Shield of Mississippi’s business, policies, and practices preferred
· Above-average PC skills required to include the Microsoft Office suite products Word and Excel at an intermediate level
· Strong analytical skills are required
· Must possess excellent oral and written communication skills to ensure a professional company image is projected at all times
· Requires professional demeanor at all times

Blue Cross & Blue Shield of Mississippi is an Equal opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We offer a comprehensive benefits package that is worth approximately one-third of the salary compensation. Our benefits program is among the best in the health care field. We are looking for employees who can bring their experience, expertise and dedication to work for our customers.

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